About Company
Are you passionate about making a real difference in customer experiences? Career.zycto is at the forefront of connecting exceptional talent with dynamic opportunities, particularly within the bustling e-commerce sector. We partner with innovative platforms to build robust, customer-centric support teams that are the heartbeat of online operations. Joining us means becoming part of a supportive network dedicated to your growth, where your skills in communication and problem-solving will empower countless customers daily. We pride ourselves on fostering environments where service excellence thrives, ensuring every interaction builds lasting trust and satisfaction.
Advertisement
Job Description
We are seeking a highly motivated and customer-focused individual to join our vibrant team as an Online Chat Support Specialist, dedicated to an innovative e-commerce platform. In this essential role, you will be the friendly and efficient voice (or rather, text) of our client’s brand, interacting directly with customers through live chat to resolve inquiries, provide product information, and ensure a seamless shopping experience.
Your primary mission will be to delight customers by offering prompt, accurate, and empathetic support. This involves skillfully navigating a variety of customer scenarios, from assisting with order tracking and payment issues to troubleshooting technical glitches and guiding users through product selection. You’ll be entrusted with maintaining high standards of customer satisfaction, turning potential frustrations into positive brand experiences.
This position requires exceptional written communication skills, a keen eye for detail, and the ability to multitask in a fast-paced environment. You’ll become an expert on the e-commerce platform’s products, services, and policies, enabling you to confidently address any customer concern. Beyond direct customer interaction, you will play a crucial role in identifying recurring issues, contributing insights to improve self-service resources, and collaborating with cross-functional teams to enhance overall customer journey. If you thrive in a dynamic online environment, possess a strong problem-solving aptitude, and are committed to delivering outstanding service, we encourage you to apply and help us shape exceptional e-commerce experiences from our base in Tin Can Island, Apapa.
Advertisement
Key Responsibilities
- Engage with customers via live chat to answer questions, resolve issues, and provide information regarding products, orders, and services.
- Troubleshoot and resolve customer complaints efficiently and courteously, escalating complex issues to relevant departments when necessary.
- Maintain a comprehensive understanding of the e-commerce platform’s offerings, policies, and procedures to provide accurate support.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify trends in customer inquiries and feedback to contribute to service improvement initiatives.
- Collaborate with internal teams (e.g., logistics, technical support) to ensure timely and effective problem resolution.
- Adhere to established service level agreements (SLAs) and quality standards for all customer interactions.
Required Skills
- Excellent written communication and grammar skills in English.
- Proficiency in using live chat software and CRM systems.
- Strong problem-solving abilities and critical thinking.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Demonstrated empathy and a customer-centric approach.
- Basic computer literacy and ability to learn new software quickly.
- Ability to work effectively in a team-oriented environment.
Preferred Qualifications
- Previous experience in online chat support or customer service, especially within an e-commerce context.
- Familiarity with various e-commerce platforms and online retail operations.
- Ability to type quickly and accurately.
Perks & Benefits
- Competitive salary package.
- Health and wellness programs.
- Opportunities for professional development and growth.
- Supportive and collaborative work environment.
- Regular team-building activities.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume is up-to-date and highlights your relevant experience in customer service and online communication.
